Evaluating Service Quality in Official Vehicle Management

DOI

10.2991/msmi-15.2015.101How to use a DOI?

Keywords

SERVQUAL model, Service quality, Evaluation Index, Official vehicle management.

Abstract

The SERVQUAL model generated from service industries is an effective evaluation model about service quality in the business field. But its application in other fields is to be researched and validated. The development, concept and characteristics of SERVQUAL model are analyzed. According to service characteristics of official vehicle management, the model is improved. On the basis of SERVQUAL measurements of PZB, nine indexes are deleted, five indexes are increased, two indexes are merged and the descriptions are optimized. Then, a kind of evaluation model for service quality of the official vehicle management system is promoted. Finally, the evaluation process is discussed. It shows that the improved model can be used to evaluate the service quality in official vehicle management effectively.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Ji-Chuan Quan
AU  - Bing Wang
AU  - Yong Liu
PY  - 2015/08
DA  - 2015/08
TI  - Evaluating Service Quality in Official Vehicle Management
BT  - Proceedings of the 2015 International Conference on Management Science and Management Innovation
PB  - Atlantis Press
SP  - 544
EP  - 549
SN  - 2352-5428
UR  - https://doi.org/10.2991/msmi-15.2015.101
DO  - 10.2991/msmi-15.2015.101
ID  - Quan2015/08
ER  -